Case Study: UK Insurers Legacy Call Records Archive

A large leading UK insurer required a cloud based system to host around 200 million of their legacy call records, the solution needed to deliver extensive and secure search and retrieval functionality across multiple file types.

With 14,000 employees this organisation is one of the UK’s largest retail general insurers, they are also a FTSE 100 listed company. It is one of the leading motor, home and small business insurers in the UK and also owns a number of insurance subsidiaries.

Following its divestment from another company, it needed to migrate and decommission its call centre data, including their legacy call records, from the previous shared platform to its own platform, the client saw this as an opportunity to design a more robust, bespoke and highly secure platform to meet their unique data protection and archival needs. As part of the project, they needed to consolidate a number of different types of historic call recordings and migrate all of the data from a variety of different tape technologies onto a secure disk based platform with a single, faster point of search and retrieval access for users.

Case Study: Archive of UK Insurers Legacy Call Records

Key Solution Highlights

  • Migration of ≈ 200 million legacy call records across multiple file types
  • Managed cloud based solution
  • 800TB’s of replicated Storage across two data centres
  • Simple search and retrieval function with the highest level of audio playback quality possible

Benefits Experienced

  • Increased speed and usability with sub 10 seconds search time achieved
  • 100% data accuracy
  • Data protection compliancy
  • Improved business efficiency
  • Single point of access for an improved end user experience
  • Reduction in internal administration
  • Migration and decommissioning time frames achieved

“Krome certainly exceeded our expectations, we were not sure that all of the legacy call records data could be successfully migrated, but Krome achieved it. There were multiple challenges along the way, where other people would have regarded the task as impractical or impossible, Krome found a way to overcome them. It is down to the innovative approach that Krome took to solve the problems and the sheer determination shown by the team at Krome, that we have the bespoke, secure platform that we envisaged at the start of the project.”

Technology Manager, Large UK Insurance Company

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